Gradwell were alerted to the incident that a number of customers were experiencing total loss of service on broadband circuits. Gradwell Engineers were fully engaged on the incident and immediately escalated this with the upstream provider and the incident was given a priority one status.
The root cause of the issue was an outage at the Serverbank Datacentre, which affected multiple customers' broadband services. The upstream supplier confirmed that the outage was due to an unexpected power event during scheduled power maintenance work at the datacentre.
Although power was restored within 15 minutes, the impact on services lasted longer than anticipated. The supplier assures that this issue is unlikely to recur.
Please accept our apologies for the service disruption and any inconvenience it may have caused your business.